Enter and view: Excelcare Homes

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Summary of report content

Healthwatch Lambeth undertook Enter and View visits in September and October 2019 in three Excelcare homes: Queens Oak Care Centre, Windmill Lodge Care Centre and Lime Tree Care Centre. The purpose of the visits was to help assess the homes’ progress with their improvement plans following the council’s review in 2018.

In total, they heard from 30 residents, 19 family members and 21 care staff and recorded 43 episodes of staff and resident interactions. They explored the views of the respondents on the general care at the homes, as well as isolation, oral health, and advance care planning.

Healthwatch Lambeth found a culture of generally good care and a sense of commitment from staff and management across the three homes to provide satisfactory and safe experiences for residents. There also seems to be enthusiasm and a positive culture and most staff seem to feel supported.

Some good practices were also identified including activities to address isolation, introduction of better meals, and presence of advance care planning for some. However, they also found that the care and safety experience of residents vary which seems to be due to staff skills and capacity levels. Some family members also felt that they have not been engaged well or regularly updated about the residents.

Healthwatch Lambeth identified that:

  • Tackling isolation in two of the thee homes is still an outstanding issue
  • Oral health remains an issue for some residents and there were reports about residents losing their dentures or bridge
  • Knowledge of advance care planning appears to also vary across the three homes.

The report contains 5 recommendations including finding ways to prevent residents’ personal possessions being lost; considering a volunteer recruitment process to support social activities; and reviewing oral health and advance care planning processes to ensure consistency and informing families of the actions taken.

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General details

Report title 
Enter and view: Excelcare Homes
Local Healthwatch 
Healthwatch Lambeth
Date of publication 
Wednesday, 18 March, 2020
Date evidence capture began 
Wednesday, 25 September, 2019
Date evidence capture finished 
Thursday, 17 October, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Health and safety
Lifestyle and wellbeing
Quality of care
Quality of catering
Quality of staffing
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Engagement event
How was the information collected? 
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Social care services 
Residential care home

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Care / support workers
Service manager
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes but provider disagrees
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known
What type of impact was determined? 
Network related impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.